ow do I update the reporter to someone outside of my organisation

Kathryn Westwood_ele78u

Hi everyone

We're looking at Jira Service Management with the hopes of implementing the service desk into our organisation. There will be a learning curve to this from our clients as currently they email myself or a member of the team direct. We have some habit changes to make along the way but don't wish for this to stop us from progressing.

If we forward their email to the service desk the Reporter field will show as either the agent that has sent the email or as Anonymous. We want to be able to update the Reporter field to the client's email address, just as it would show if the client had sent the email to the service desk themselves.

Is there a way to do this?

Thanks

Kathryn

Dirk Ronsmans

Hi @Kathryn Westwood ,

You should be able to change it but the customer does need to exist first. So you'll have to add the person as a customer on the project and then (if you have the permissions to change the reporter) you can switch to that customer.

Here you can find some documentation on how to manage customers

https://support.atlassian.com/jira-service-management-cloud/docs/add-and-remove-customers/

https://support.atlassian.com/user-management/docs/manage-jira-service-management-customer-accounts/